1. THE Foodservice Industry
THE Foodservice Industry
1.
1. Introduction
Introduction
2.
2. Types of Foodservice Operations
Types of Foodservice Operations
3.
3. Sectors of the Foodservice Industry
Sectors of the Foodservice Industry
4.
4. Variables in Foodservice Operations
Variables in Foodservice Operations
5.
5. The Meal Experience
The Meal Experience
6.
6. Food and Beverage Service Methods
Food and Beverage Service Methods
7.
7. Food and Beverage Service Personnel
Food and Beverage Service Personnel
8.
8. Attributes of Food and Beverage Service Personnel
Attributes of Food and Beverage Service Personnel
2. Introduction
Introduction
More people are eating outside the home
More people are eating outside the home
and meet his demand there is widening
and meet his demand there is widening
diversity in the nature and type of food
diversity in the nature and type of food
and beverages on offer
and beverages on offer
Expansion of the industry and increasing
Expansion of the industry and increasing
pressures for improved professionalism in
pressures for improved professionalism in
food and beverage service staff.
food and beverage service staff.
3. Food and beverage service is the essential link
Food and beverage service is the essential link
between the customers and the menu,
between the customers and the menu,
beverages and other services on offer in an
beverages and other services on offer in an
establishment.
establishment.
The server is the main point of contact between
The server is the main point of contact between
the customers and the establishment and plays
the customers and the establishment and plays
an important role in a profession with increasing
an important role in a profession with increasing
national and international status.
national and international status.
4. To be successful in food and beverage
To be successful in food and beverage
service requires:
service requires:
Sound product knowledge
Sound product knowledge
Well developed interpersonal skills
Well developed interpersonal skills
A range of technical skills and
A range of technical skills and
The ability to work as part of a team
The ability to work as part of a team
5. Working in the food and beverage service
Working in the food and beverage service
offers a wealth of opportunity for
offers a wealth of opportunity for
professional development and
professional development and
advancement- for those committed to the
advancement- for those committed to the
hospitality industry and to working in food
hospitality industry and to working in food
and beverage service, a fulfilling, exciting
and beverage service, a fulfilling, exciting
and enjoyable career
and enjoyable career
awaits…………………………………………………
awaits…………………………………………………
………..
………..
6. 1. TYPES of Foodservice Operations
1. TYPES of Foodservice Operations
Food
Food can include a wide range of styles
can include a wide range of styles
and cuisine types. These can be classified
and cuisine types. These can be classified
by country, for example, traditional British
by country, for example, traditional British
or Italian; by type of cuisine, for example,
or Italian; by type of cuisine, for example,
oriental; or a particular specialty such as
oriental; or a particular specialty such as
fish, vegetarian or health food.
fish, vegetarian or health food.
7. Beverages
Beverages
All alcoholic and non- alcoholic drinks
All alcoholic and non- alcoholic drinks
Alcoholic beverages
Alcoholic beverages:
:
wines and all other types of alcoholic drinks-----
wines and all other types of alcoholic drinks-----
cocktails, beers and cider, spirits and liqueurs.
cocktails, beers and cider, spirits and liqueurs.
Non- alcoholic beverages:
Non- alcoholic beverages:
bar beverages such as mineral waters, juices,
bar beverages such as mineral waters, juices,
squashes and aerated waters, tea, coffee,
squashes and aerated waters, tea, coffee,
chocolate, milk and milk drinks.
chocolate, milk and milk drinks.
8. Types of Foodservice
Types of Foodservice
Operations
Operations
1. BISTRO
1. BISTRO
Often a smaller establishment, with
Often a smaller establishment, with
check tablecloths, bentwood chairs,
check tablecloths, bentwood chairs,
cluttered décor and friendly informal staff.
cluttered décor and friendly informal staff.
Tends to offer honest, basic and robust
Tends to offer honest, basic and robust
cooking.
cooking.
9. 2. BRASSERIE
2. BRASSERIE
Largish, styled room, with a long bar
Largish, styled room, with a long bar
Normally serving one-plate items
Normally serving one-plate items
Service by waiters, often in traditional
Service by waiters, often in traditional
style of long aprons and black waistcoats.
style of long aprons and black waistcoats.
10. 3. NEW WAVE BRASSERIE
3. NEW WAVE BRASSERIE
Gastrodome
Gastrodome
Slick modern interior design, coupled with
Slick modern interior design, coupled with
similar approaches to contemporary
similar approaches to contemporary
cuisine and service
cuisine and service
Busy and bustling and often large and
Busy and bustling and often large and
multileveled.
multileveled.
11. 4. COFFEE SHOP
4. COFFEE SHOP
Similar to brasserie- style operation, often
Similar to brasserie- style operation, often
themed.
themed.
May be open all day and serve all meal
May be open all day and serve all meal
types from breakfast through to supper.
types from breakfast through to supper.
12. 5. FIRST CLASS RESTAURANT
5. FIRST CLASS RESTAURANT
Tend to be formal fine dining restaurants
Tend to be formal fine dining restaurants
with classical preparation and presentation
with classical preparation and presentation
of food and offering a high level of table
of food and offering a high level of table
(silver, gueridon and/or plated.
(silver, gueridon and/or plated.
Often associated with classic/haute
Often associated with classic/haute
cuisine.
cuisine.
13. 6. RESTAURANT
6. RESTAURANT
Term used to cover a wide variety of operations.
Term used to cover a wide variety of operations.
Price, level and type of service, décor, style,
Price, level and type of service, décor, style,
cuisine and degree of choice varies enormously
cuisine and degree of choice varies enormously
across the range of operation.
across the range of operation.
Service ranges from full table service to assisted
Service ranges from full table service to assisted
service such as in carvery- style operations.
service such as in carvery- style operations.
14. 7. ETHNIC RESTAURANT
Indian, Oriental, Asian, Spanish, Greek, Italian,
Creole and Cajun
Tends to reflect ethnic origin
8. THEMED RESTAURANT
Often international in orientation
Themes such as jungle, rainforest or
music/opera, where waiting staff perform as well
as serve
15. 9. INTERNATIONAL DESTINATION RESTAURANT
9. INTERNATIONAL DESTINATION RESTAURANT
Often Michelin- starred fine dining restaurants,
Often Michelin- starred fine dining restaurants,
offering a distinctive personality, cuisine,
offering a distinctive personality, cuisine,
ambiance, beverages and service.
ambiance, beverages and service.
Usually table service at various levels but mostly
Usually table service at various levels but mostly
personal and attentive.
personal and attentive.
Expensive but value laden.
Expensive but value laden.
16. 10. HEALTH FOOD AND VEGETARIAN
10. HEALTH FOOD AND VEGETARIAN
RESTAURANTS
RESTAURANTS
Increasing specialization of operations into
Increasing specialization of operations into
vegetarianism and/or health foods
vegetarianism and/or health foods
( though vegetarian food is not necessarily
( though vegetarian food is not necessarily
healthy), to meet lifestyle needs as well as
healthy), to meet lifestyle needs as well as
dietary requirements.
dietary requirements.
17. 12. CAFETERIA
12. CAFETERIA
Primarily self- service with customer
Primarily self- service with customer
choosing selection from a counter or
choosing selection from a counter or
counters in varying designs and layouts.
counters in varying designs and layouts.
Originally developed for the industrial
Originally developed for the industrial
feeding market but now seen in a variety
feeding market but now seen in a variety
of sectors
of sectors
18. 13. POPULAR CATERING AND FAST-FOOD
13. POPULAR CATERING AND FAST-FOOD
OUTLETS
OUTLETS
Developed from table service teashops and cafes
Developed from table service teashops and cafes
through to steakhouses, and now incorporating
through to steakhouses, and now incorporating
snack bars, kiosks, diners, takeaways and
snack bars, kiosks, diners, takeaways and
cafeterias, with modern-day burger, chicken and
cafeterias, with modern-day burger, chicken and
fish concepts, and with ethnic foods also being
fish concepts, and with ethnic foods also being
incorporated.
incorporated.
Meeting the needs of all-day meal taking and
Meeting the needs of all-day meal taking and
also the need for “grab and go” service,
also the need for “grab and go” service,
especially for the leisure, industrial and traveling
especially for the leisure, industrial and traveling
markets.
markets.
19. 14. PUBLIC HOUSES
14. PUBLIC HOUSES
Licensed environment primarily for drinking
Licensed environment primarily for drinking
alcoholic beverages.
alcoholic beverages.
May be simply a serving bar with standing room
May be simply a serving bar with standing room
for customers or may have more plush
for customers or may have more plush
surroundings incorporating the offer of a variety
surroundings incorporating the offer of a variety
of foods.
of foods.
These can range from simple plated dishes
These can range from simple plated dishes
through to establishments offering full
through to establishments offering full
restaurant service ( SOMETIMES CALLED
restaurant service ( SOMETIMES CALLED
GASTROPUBS)
GASTROPUBS)
20. 15. WINE BARS
15. WINE BARS
Often a mixture of bar and brasserie- style
Often a mixture of bar and brasserie- style
operation, commonly wine themed,
operation, commonly wine themed,
serving a variety of foods.
serving a variety of foods.
22. Sectors of the Foodservice Industry
Sectors of the Foodservice Industry
HOTEL, MOTEL,
and other
tourist
accommodation
often referred to
as the LODGING
INDUSTRY
Developed from
inns. Supported
by
developments in
transport and
increases in
business and
leisure- related
tourism
Provision of
food and drinks
together with
accommodation
services
Hotels and other
tourist
Accommodation
Industry sector-
international
terminology
Historical
Summary
Purpose of the
foodservice
operation
INDUSTRY
sector
UK terminology
23. Separate eating and
drinking places
Categories usually
defined by reference to
three criteria:
Level of service, e.g.
quick service to full
service or fine dining
Extend of menu, e.g.
limited to full
Price range, e.g. low to
high
Grew out of
hotel
restaurants
(which were
originally
highly formal)
through chefs
wishing to
start their
own business
Provision of
food and
drink,
generally at
a high price
with high
levels f
service
Restaurants
including
conventional
and specialist
operations
Industry sector-
international
terminology
Historical
Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK terminology
24. Separate eating and
drinking places
Categories usually
defined by reference to
three criteria:
Level of service, e.g.
quick service to full
service or fine dining
Extend of menu, e.g.
limited to full
Price range, e.g. low to
high
Developed
from ABC and
Lyons
Concept. Has
gone through
various
phases. More
recently
highly
influenced by
USA
Provision of
food and
drink,
generally at
low/mediu
m price
with limited
levels of
service and
often high
customer
throughput
Popular
Catering
including café,
pizza, grills,
specialist coffee
shops, roadside
restaurants and
steak houses
Industry sector-
international
terminology
Historical
Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK terminology
25. Separate eating and
drinking places
Categories usually
defined by reference to
three criteria:
Level of service, e.g.
quick service to full
service or fine dining
Extend of menu, e.g.
limited to full
Price range, e.g. low to
high
Grew from
combination
of popular
catering and
take away,
heavily
influenced by
USA
concepts;
highly
sophisticated
meal
packaging
and
marketing
Provision of
food and
drink in
highly
specialized
environment,
characterized
by high
investment,
high labour
costs and
vast
customer
throughput
FAST FOOD
including
McDonalds
and Burger
King
Industry sector-
international
terminology
Historical
Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK
terminology
26. Separate eating and
drinking places
Categories usually
defined by reference to
three criteria:
Level of service, e.g.
quick service to full
service or fine dining
Extend of menu, e.g.
limited to full
Price range, e.g. low to
high
Developed in
UK from
original fish
and chip
concepts.
Influenced by
USA and
trends in food
taste
Fast
provision of
food and
drink
TAKE AWAY
including
ethnic, spuds,
KFC, snacks,
fish and chips,
sandwich
bars, kiosks
Industry sector-
international
terminology
Historical
Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK
terminology
27. RETAIL MARKET
Developed
originally
from
prestigious
stores
wishing to
provide food
and drinks as
part of the
retailing
experience.
provision of
food and
drink as an
adjunct to
retail
provision
RETAIL
STORES
Industry sector-
international
terminology
Historical
Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK terminology
28. LEISURE AND
SPECIAL EVENT
MARKET
Originally
associated
with hotels
but has now
become
major sector
in its own
right
provision of
large scale
food and drink
alongside
services such
as
conferencing
BANQUETING
/
Conferencing/
Exhibitions
Industry sector-
international
terminology
Historical
Summary
Purpose of the
foodservice
operation
INDUSTRY
sector
UK terminology
29. LEISURE AND
SPECIAL EVENT
MARKET
Increases in
leisure have
made profit
from food
and drink
attractive to
leisure and
amenity
providers
provision of
food and drink
to people
engaged in
another pursuit
LEISURE
ATTRACTIONS
Such as theme
parks,
museums,
galleries,
cinemas and
theatres
Industry sector-
international
terminology
Historical
Summary
Purpose of the
foodservice
operation
INDUSTRY
sector
UK terminology
30. HIGHWAY
(interstate)
market
Born in UK in 1960s
with the advent of
motorway building.
Influenced by USA
and became
specialized because
of government
regulations on
provision of
foodservice
operations, retail and
fuel as well as
location
provision of
food and
drink
together
with petrol
and other
retail
services,
often in
isolated
locations
MOTORWAY
SERVCE
STATIONS
Industry
sector-
international
terminology
Historical Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK terminology
31. HIGHWAY
(interstate)
market
Born out of
recognition that
better- fed workers
work better. Boosted
in UK by legislation
during First and
Second World Wars.
Fuerther
provision of
food and
drink to
people at
work
INDUSTRIAL
CATERING,
Either in-house
operations or
through
catering/
foodservice
contractors
Industry
sector-
international
terminology
Historical Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK terminology
32. SOCIAL
CATERER/
FOODSERVICE
(students,
healthcare,
institutional
and military
Regulated and given
substantial boost in
the UK by the
creation of the
Welfare State in
1948. Maintained now
through public social
conscience
provision of
food and
drink to
people in
colleges,
universities
and the
forces and
to people
through
established
social need
WELFARE
CATERING
Industry
sector-
international
terminology
Historical Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK terminology
33. SEPARATE
DRINKING
PLACES
But also some
units included
in SEARATE
EATING and
DRINKING
PLACES above
Developed in UK from
inns; also origin of
steakhouses, e.g.
1960s Berni Inns
provision of
food and
drink in an
environment
dominated
by licensing
requirement
s
LICENSED
TRADE
Including
public houses,
wine bars,
licensed clubs
and members’
clubs
Industry
sector-
international
terminology
Historical Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK terminology
34. TRANSPORTAT
ION market
Grew out of the need
to meet the demands
of traveling public.
Originally services
were of high levels,
reflecting the type of
traveller. Eventually
changed to meet the
needs of a wide
range of travellers.
provision of
food and
drink to
people on
the move
TRANSPORT
CATERING
Including
railways,
airlines and
marine
Industry
sector-
international
terminology
Historical Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK terminology
35. Catering
market
Developed through
need to provide
services at special
events. The term
ODC is misleading as
little of this catering
actually takes place
outside
provision of
food and
drink away
from home
base and
suppliers
usually
associated
with a major
event
OUTDOOR
CATERING
(ODC)
Or off-
premises
catering or
event catering
Industry
sector-
international
terminology
Historical Summary
Purpose of
the
foodservice
operation
INDUSTRY
sector
UK terminology
36. VARIABLES IN FOODSERVICE
VARIABLES IN FOODSERVICE
SECTORS
SECTORS
Historical background
Historical background
Reasons for customer demand
Reasons for customer demand
Size of sector:
Size of sector:
in terms of outlets
in terms of outlets
in terms of turnover
in terms of turnover
Policies
Policies
- financial
- financial
-marketing
-marketing
- catering
- catering
37. Interpretation of demand/ catering concept
Interpretation of demand/ catering concept
Technological development
Technological development
Influences
Influences
State of sector development
State of sector development
Primary/secondary activity
Primary/secondary activity
Types of outlets
Types of outlets
Profit orientation/ cost provision
Profit orientation/ cost provision
Public/ private ownership
Public/ private ownership
38. Summary of Sectors in the Foodservice
Summary of Sectors in the Foodservice
Industry
Industry
PROFIT ORIENTATED
PROFIT ORIENTATED
(public or private ownership)
(public or private ownership)
(catering, main or secondary
(catering, main or secondary
activity)
activity)
RESTRICTED
MARKET
Transport catering
CLUBS
Industrial (contract)
Private welfare
GENERAL MARKET
Hotel/ restaurants
Popular catering
Fast food/take away
Retail stores
Banqueting/conferences/exhibitions
Leisure attractions
Motorway service sttations
Pubs and wine bars
ODC
COST PROVISION
RESTRICTED MARKET
Institutional catering
Schools
Universities/ colleges
Hospitals
The Forces
Prisons
Industrial (own catering)
39. Different Types of Market
Different Types of Market
GENERAL Market
GENERAL Market
- Non- captive: customers have a full choice
- Non- captive: customers have a full choice
RESTRICTED Market
RESTRICTED Market
- Captive: costumers have no choice, e.g.
- Captive: costumers have no choice, e.g.
welfare
welfare
- Semi-captive: costumers have a choice befor
- Semi-captive: costumers have a choice befor
entering, e.g. marine, airline, trains, some hotels
entering, e.g. marine, airline, trains, some hotels
and some leisure activities
and some leisure activities
40. VARIABLES IN FOODSERVICE
VARIABLES IN FOODSERVICE
OPERATIONS
OPERATIONS
1.
1. Organizational variables
Organizational variables
Nature of market being met
Nature of market being met
Legislative controls
Legislative controls
Scale of operation
Scale of operation
Marketing/ merchandising
Marketing/ merchandising
Style of menu and drink list
Style of menu and drink list
Range of choice
Range of choice
Opening time/ service period
Opening time/ service period
Production method
Production method
Type and capability of equipment
Type and capability of equipment
Service methods
Service methods
Dining arrangements
Dining arrangements
Seating time
Seating time
Number of covers available
Number of covers available
Capacity
Staff working hours
Staff organization
Staff capability
Number of staff
Specialized service requirements
Provisioning and storage methods
Billing methods
checking (order taking) methods
Clearing methods
Dishwashing methods
Control method costs/ revenue
41. 2. Customer experience variables
2. Customer experience variables
Food and drink available
Food and drink available
Level of service and other services
Level of service and other services
Price range/ value for money
Price range/ value for money
Cleanliness and hygiene
Cleanliness and hygiene
Atmosphere (including décor, lighting, air-
Atmosphere (including décor, lighting, air-
conditioning, acoustics, noise, size, and shape of
conditioning, acoustics, noise, size, and shape of
room, other customers, attitude of staff
room, other customers, attitude of staff
42. 3. Performance measure variables
3. Performance measure variables
Seat turnover/ customer throughput
Seat turnover/ customer throughput
Customer send/average check
Customer send/average check
Revenue per member of staff
Revenue per member of staff
Productivity index
Productivity index
Ratio of food and beverage sales to total sales
Ratio of food and beverage sales to total sales
Sales/profit per sq m (or ft)/ per seat
Sales/profit per sq m (or ft)/ per seat
Sales analysis
Sales analysis
Departmental profit
Departmental profit
Stock turnover
Stock turnover
Stock holding
Stock holding
Complaint levels
Complaint levels
Level of repeat business
Level of repeat business
43. THE MEAL EXPERENCE
THE MEAL EXPERENCE
The main aim of food and beverage
The main aim of food and beverage
operations is to ACHIVE CUSTOMER
operations is to ACHIVE CUSTOMER
SATISFACTION.
SATISFACTION.
In the other words, to MEET THE
In the other words, to MEET THE
CUSTOMERS’ NEEDS.
CUSTOMERS’ NEEDS.
44. The needs that customers might be seeking to satisfy
The needs that customers might be seeking to satisfy
include:
include:
Physiological:
Physiological: the need to sate one’s appetite or quench one’the s
the need to sate one’s appetite or quench one’the s
thirst, or the need for special foods such as diabetic or vegetarian.
thirst, or the need for special foods such as diabetic or vegetarian.
Economic:
Economic: for example, the need for good value; rapid, fast
for example, the need for good value; rapid, fast
service; a convenient location
service; a convenient location
Psychological
Psychological: for example, the need for enhancement of self-
: for example, the need for enhancement of self-
esteem; fulfilling life-style needs; the need for variety; as result of
esteem; fulfilling life-style needs; the need for variety; as result of
advertising and promotion.
advertising and promotion.
Social:
Social: for example, going out with friends or business colleagues;
for example, going out with friends or business colleagues;
attending a function in order to meet others.
attending a function in order to meet others.
Convenience
Convenience: for example, as a result of being unable to get
: for example, as a result of being unable to get
home (shoppers, workers) or attending some other event (cinema,
home (shoppers, workers) or attending some other event (cinema,
theatre); the desire for someone else to do the work; the physical
theatre); the desire for someone else to do the work; the physical
impossibility of catering at home (weddings and other special
impossibility of catering at home (weddings and other special
functions)
functions)
45. MEAL EXPERIENCE FACTORS
MEAL EXPERIENCE FACTORS
THE FOOD AND BEVERAGES OFFER
THE FOOD AND BEVERAGES OFFER
Includes the range of foods and beverages, choice, availability,
Includes the range of foods and beverages, choice, availability,
flexibility for special orders and the quality of the food and
flexibility for special orders and the quality of the food and
beverages.
beverages.
LEVEL OF SERVICE
LEVEL OF SERVICE
Depending on the needs people have at the time, the level of
Depending on the needs people have at the time, the level of
service sought will be appropriate to these needs
service sought will be appropriate to these needs
LEVEL OF CLEANLINESS AND HYGIENE
LEVEL OF CLEANLINESS AND HYGIENE
This factor relates to the premises, equipment and staff.
This factor relates to the premises, equipment and staff.
ATMOSPHERE OF THE ESTABLISHMENT
ATMOSPHERE OF THE ESTABLISHMENT
This factor takes account of issues such as design, décor,
This factor takes account of issues such as design, décor,
lighting, heating, furnishing, acoustics and noise levels, other
lighting, heating, furnishing, acoustics and noise levels, other
customers, the smartness of the staff and the attitude of the
customers, the smartness of the staff and the attitude of the
staff
staff
46. Customer Service
Customer Service
Customer service in foodservice operations can be defined as being a
Customer service in foodservice operations can be defined as being a
combination of five characteristics. These are:
combination of five characteristics. These are:
Service level:
Service level: the intensity of or limitations in, the individual personal
the intensity of or limitations in, the individual personal
attention given to customers.
attention given to customers.
Service availability:
Service availability: for example, the opening times and variations
for example, the opening times and variations
in the menu and beverage list on offer.
in the menu and beverage list on offer.
Level of standards:
Level of standards: for example, the food and beverage quality,
for example, the food and beverage quality,
décor, standard of equipment being used, level of staffing
décor, standard of equipment being used, level of staffing
professionalism.
professionalism.
Service reliability:
Service reliability: the extent to which the product is intended to be
the extent to which the product is intended to be
consistent and its consistency in practice/.
consistent and its consistency in practice/.
Service flexibility:
Service flexibility: the extent to which alternatives are available, and
the extent to which alternatives are available, and
to which there can be variations in the standard products that are
to which there can be variations in the standard products that are
offered.
offered.
Note: a foodservice operation will determine the customer service specification
of the operation by taking account of these five customer service factors.
47. Use of resources
Use of resources
1.
1. MATERIALS
MATERIALS
- food, beverages and short use of equipment (such as
- food, beverages and short use of equipment (such as
paper napkins)
paper napkins)
4.
4. LABOUR
LABOUR
- staffing costs
- staffing costs
7.
7. FACILITIES
FACILITIES
- premises and plant
- premises and plant
48. Level of Customer Service
Level of Customer Service
1.
1. TECHNICAL SPECIFICATION:
TECHNICAL SPECIFICATION:
refers to the food and beverage items on
refers to the food and beverage items on
offer, the portion size or measure, the cooking method,
offer, the portion size or measure, the cooking method,
the degree of cooking, the method of presentation, the
the degree of cooking, the method of presentation, the
cover, accompaniments, the cleanliness of items etc.
cover, accompaniments, the cleanliness of items etc.
2. SERVICE SPECIFICATION:
2. SERVICE SPECIFICATION:
refers to two aspects: first the procedures for
refers to two aspects: first the procedures for
service and second, the way in which the procedures are
service and second, the way in which the procedures are
carried out.
carried out.
49. Level of service and Standards of
Level of service and Standards of
service
service
LEVEL OF SERVICE
LEVEL OF SERVICE
in foodservice operations can range from
in foodservice operations can range from
being very limited to complex, with high
being very limited to complex, with high
levels of personal attention.
levels of personal attention.
STANDARDS OF SERVICE
STANDARDS OF SERVICE
are a measure of the ability of the
are a measure of the ability of the
operation to deliver the service level it is
operation to deliver the service level it is
offering.
offering.
50. FOOD AND BEVERAGE SERVICE
FOOD AND BEVERAGE SERVICE
METHODS
METHODS
The service of food and beverages may be carried
The service of food and beverages may be carried
out in many ways depending on the following
out in many ways depending on the following
factors:
factors:
Type of establishment
Type of establishment
Time available for the meal
Time available for the meal
Type of menu presented
Type of menu presented
Site of the establishments
Site of the establishments
Type of customer to be served
Type of customer to be served
Turnover of custom expected
Turnover of custom expected
Cost of the meal served.
Cost of the meal served.
51. A food service operation can be seen as a
A food service operation can be seen as a
simple model comprising three operating
simple model comprising three operating
systems:
systems:
1.
1. FOOD PRODUCTION
FOOD PRODUCTION
2.
2. BEVERAGE PROVISION
BEVERAGE PROVISION
3.
3. FOOD AND BEVERAGE SERVICE
FOOD AND BEVERAGE SERVICE
52. Food and Beverage service
Food and Beverage service
sequence
sequence
1.
1. Preparation for service
Preparation for service
2.
2. Taking bookings
Taking bookings
3.
3. Greeting and seating/ directing
Greeting and seating/ directing
4.
4. Taking food and beverage orders
Taking food and beverage orders
5.
5. Serving of food
Serving of food
6.
6. Serving beverages
Serving beverages
7.
7. Clearing during service
Clearing during service
8.
8. Billing
Billing
9.
9. Dealing with payments
Dealing with payments
10.
10. Dishwashing
Dishwashing
11.
11. Clearing following service
Clearing following service
53. FOOD AND BEVERAGE SERVICE METHOD
FOOD AND BEVERAGE SERVICE METHOD
GROUP A: TABLE SERVICE
GROUP A: TABLE SERVICE
Service to customer at a laid cover
Service to customer at a laid cover
3.
3. WAITER
WAITER
Silver/ ENGLISH-
Silver/ ENGLISH- presentation and service of food
presentation and service of food
by waiting staff, using a spoon and fork, onto a
by waiting staff, using a spoon and fork, onto a
customer’s plate, from food flats or dishes
customer’s plate, from food flats or dishes
Family:
Family: Main courses plated (but may be silver
Main courses plated (but may be silver
served) with vegetables placed in multi-portion dishes
served) with vegetables placed in multi-portion dishes
on tables for customers to help themselves; sauces
on tables for customers to help themselves; sauces
offered separately.
offered separately.
Plate/ AMERICAN-
Plate/ AMERICAN- service of pre-plated foods to
service of pre-plated foods to
customers. Now also widely used for banqueting.
customers. Now also widely used for banqueting.
54. d.
d. Butler/FRENCH-
Butler/FRENCH- Presentation of foods to customers
Presentation of foods to customers
by foodservice staff for customers to serve
by foodservice staff for customers to serve
themselves.
themselves.
e.
e. RUSSIAN-
RUSSIAN- Table laid with food for customers to help
Table laid with food for customers to help
themselves ( this is a modern interpretation and may
themselves ( this is a modern interpretation and may
also sometimes be used to indicate GUERIDON or
also sometimes be used to indicate GUERIDON or
BUTLER service.
BUTLER service.
f.
f. GUERIDON-
GUERIDON- Food served onto customer’s plate at a
Food served onto customer’s plate at a
side table or trolley; may also include carving, jointing
side table or trolley; may also include carving, jointing
and fish filleting , the preparation of foods such as
and fish filleting , the preparation of foods such as
salads and dressings and flambage
salads and dressings and flambage
55. 2. Bar Counter-
2. Bar Counter-
service to customers seated at bar counter (often U
service to customers seated at bar counter (often U
shaped) on stools.
shaped) on stools.
GROUP B: ASSISTED SERVICE
GROUP B: ASSISTED SERVICE
Combination of table service and self- service
Combination of table service and self- service
3
3. Assisted
. Assisted
a. Carvery-
a. Carvery- some parts of the meal are served to
some parts of the meal are served to
seated customers. Also used for breakfast service and
seated customers. Also used for breakfast service and
for banqueting.
for banqueting.
b. Buffets-
b. Buffets- customers select food and drink from
customers select food and drink from
displays or passed trays; consumption is either at tables,
displays or passed trays; consumption is either at tables,
standing or in lounge area.
standing or in lounge area.
56. GROUP C: SELF-SERVICE
GROUP C: SELF-SERVICE
Self- service of customers
Self- service of customers
4. Cafeteria
4. Cafeteria
a. Counter
a. Counter
b. Free- flow
b. Free- flow
c. Echelon
c. Echelon
d. Supermarket
d. Supermarket
57. GROUP D: SINGLE POINT SERVICE
GROUP D: SINGLE POINT SERVICE
Service of customers at single point- consumed on
Service of customers at single point- consumed on
premises or taken away
premises or taken away
5. Take away
5. Take away
a. Take away
a. Take away
b. Drive-thru
b. Drive-thru
c. Fast food
c. Fast food
6. Vending –
6. Vending – provision of food service and beverage
provision of food service and beverage
service by means of automatic retailing.
service by means of automatic retailing.
58. 7. Kiosks-
7. Kiosks- Outstation used to provide service for peak
Outstation used to provide service for peak
demand or in specific location; may be open for
demand or in specific location; may be open for
customers to order and be served, or used for
customers to order and be served, or used for
dispensing to staff only.
dispensing to staff only.
8. Food court-
8. Food court- series of autonomous counter where
series of autonomous counter where
customers may either order and eat (as in 2 Bar counter,
customers may either order and eat (as in 2 Bar counter,
above) or buy from a number of counters and eat in
above) or buy from a number of counters and eat in
separate eating area or take away.
separate eating area or take away.
9. BAR-
9. BAR- term used to describe order, service and payment
term used to describe order, service and payment
point and consumption area in licensed premises
point and consumption area in licensed premises
59. GROUP E: SPECIALIZED (or in situ)
GROUP E: SPECIALIZED (or in situ)
Service to customers in areas not primarily designed for
Service to customers in areas not primarily designed for
service.
service.
10.TRAY
10.TRAY
11. TROLLEY
11. TROLLEY
12. Home Delivery
12. Home Delivery
13. Lounge- service of variety of foods and beverages in
13. Lounge- service of variety of foods and beverages in
lounge area. E.g. hotel lounge
lounge area. E.g. hotel lounge
14. Room- in guest bedrooms or in meeting rooms
14. Room- in guest bedrooms or in meeting rooms
15. Drive- in- customers park motor vehicle and are served
15. Drive- in- customers park motor vehicle and are served
at their vehicles
at their vehicles
60. FOOD AND BEVERAGE SERVICE PERSONNEL
FOOD AND BEVERAGE SERVICE PERSONNEL
FOOD & BEVERAGE MANAGER
FOOD & BEVERAGE MANAGER
Depending on the size of the establishment, the food and beverage
Depending on the size of the establishment, the food and beverage
manager is either responsible for the implementation of agreed
manager is either responsible for the implementation of agreed
policies or for contributing to the setting of catering policies
policies or for contributing to the setting of catering policies
Ensuring that the required profit margins are achieved for each food
Ensuring that the required profit margins are achieved for each food
and beverage service area, in financial period
and beverage service area, in financial period
Updating and compiling new wine lists according to availability of
Updating and compiling new wine lists according to availability of
stocks, current trends and customer needs.
stocks, current trends and customer needs.
61. Compiling, in liaison with the kitchen, menus for the various food
Compiling, in liaison with the kitchen, menus for the various food
service areas and for special occasions.
service areas and for special occasions.
The purchasing of all materials, both food and drinks
The purchasing of all materials, both food and drinks
Ensuring the quality in relation to the price paid is maintained
Ensuring the quality in relation to the price paid is maintained
Determining portion size in relation to selling price
Determining portion size in relation to selling price
Departmental training and promotions, plus the maintenance of the
Departmental training and promotions, plus the maintenance of the
highest professional standards
highest professional standards
Employing and dismissing staff
Employing and dismissing staff
Holding regular meetings with section heads to ensure all areas are
Holding regular meetings with section heads to ensure all areas are
working effectively, efficiently and well coordinated
working effectively, efficiently and well coordinated
62. Restaurant manager/ supervisor
Restaurant manager/ supervisor
Overall responsibility for the organization and
Overall responsibility for the organization and
administration of particular food and beverage service
administration of particular food and beverage service
areas.
areas.
This may include the lounges, room service (in hotels),
This may include the lounges, room service (in hotels),
restaurants and possibly some of the private banqueting
restaurants and possibly some of the private banqueting
suites.
suites.
Sets the standards for service and is responsible for any
Sets the standards for service and is responsible for any
staff training that may required.
staff training that may required.
He/she may make out duty rotas, holiday lists and hours
He/she may make out duty rotas, holiday lists and hours
on and off duty and contribute to operational duties.
on and off duty and contribute to operational duties.
63. RECEPTION HEADWAITER
RECEPTION HEADWAITER
Responsible for accepting any bookings
Responsible for accepting any bookings
and for keeping the booking diary up to
and for keeping the booking diary up to
date.
date.
Reserve tables and allocate these
Reserve tables and allocate these
reservations to particular stations
reservations to particular stations
Greets the guest on arrival and tae them
Greets the guest on arrival and tae them
to the table and seats them
to the table and seats them
64. HEADWAITER/Maitre d hotel/supervisor
HEADWAITER/Maitre d hotel/supervisor
Overall charge of the staff team and is responsible for
Overall charge of the staff team and is responsible for
seeing that all the duties necessary for the pre-
seeing that all the duties necessary for the pre-
preparation for service are efficiently carried out and
preparation for service are efficiently carried out and
that nothing is forgotten.
that nothing is forgotten.
Aid the reception headwaiter during the service and will
Aid the reception headwaiter during the service and will
possibly take some orders if the station waiter is busy.
possibly take some orders if the station waiter is busy.
Helps with the compilation of duty rotas and holiday
Helps with the compilation of duty rotas and holiday
lists, and may relieve the restaurant manager or
lists, and may relieve the restaurant manager or
reception headwaiter on their days off
reception headwaiter on their days off
65. Station headwaiter/ section supervisor
Station headwaiter/ section supervisor
Overall responsibility for a team of staff serving a
Overall responsibility for a team of staff serving a
number of sets of tables (which may be anything from
number of sets of tables (which may be anything from
four to eight in number), from one sideboard. Each set
four to eight in number), from one sideboard. Each set
of tables under the station headwaiter’s control is called
of tables under the station headwaiter’s control is called
a station.
a station.
Must have a good knowledge of food and wine and its
Must have a good knowledge of food and wine and its
correct service, and be able to instruct other members of
correct service, and be able to instruct other members of
the staff.
the staff.
He/she will take the order (usually from the host) and
He/she will take the order (usually from the host) and
carry out all the service at the table with the help of the
carry out all the service at the table with the help of the
chef de rang, who is in command of one station.
chef de rang, who is in command of one station.
66. Station waiter
Station waiter
Chef de rang
Chef de rang
Must be able to carry out the same work as the
Must be able to carry out the same work as the
station headwaiter and relieve him on days off.
station headwaiter and relieve him on days off.
Less experience than the station headwaiter.
Less experience than the station headwaiter.
Must work together as a team to provide an
Must work together as a team to provide an
efficient and speedy service with the station
efficient and speedy service with the station
headwaiter/
headwaiter/
67. Assistant station waiter
Assistant station waiter
Demi-chef de rang
Demi-chef de rang
A person next in seniority to the chef de
A person next in seniority to the chef de
rang and assists where necessary.
rang and assists where necessary.
68. Waiter
Waiter
Server/ commis de rang
Server/ commis de rang
Acts by instruction from the chef de rang.
Acts by instruction from the chef de rang.
Mainly fetches and carries, may do a little
Mainly fetches and carries, may do a little
service of either vegetables or sauces, offers
service of either vegetables or sauces, offers
rolls, places plates upon the table and so on,
rolls, places plates upon the table and so on,
helps to clear the tables after each course.
helps to clear the tables after each course.
During the pre- preparation period some of the
During the pre- preparation period some of the
cleaning and preparatory tasks will be carried
cleaning and preparatory tasks will be carried
out.
out.
69. Trainee commis
Trainee commis
Debarrassuer/ apprentice
Debarrassuer/ apprentice
Learner- having joined the foodservice staff, and
Learner- having joined the foodservice staff, and
possibly wishing to take up food service as a career.
possibly wishing to take up food service as a career.
During the service this person will keep the sideboard
During the service this person will keep the sideboard
well filled with equipment and may help to fetch and
well filled with equipment and may help to fetch and
carry items as required.
carry items as required.
Carry out certain of the cleaning tasks during the pre-
Carry out certain of the cleaning tasks during the pre-
preparation periods.
preparation periods.
May be given the responsibility of looking after and
May be given the responsibility of looking after and
serving hors-d’oeuvre, cold sweets or assorted cheeses
serving hors-d’oeuvre, cold sweets or assorted cheeses
from the appropriate trolleys.
from the appropriate trolleys.
70. Carver
Carver
Trancheur
Trancheur
Responsible for the carving trolley and the
Responsible for the carving trolley and the
carving of joints at the table as required.
carving of joints at the table as required.
Will plate up each portion with the
Will plate up each portion with the
appropriate accompaniments.
appropriate accompaniments.
71. Floor service staff
Floor service staff
Chef d’etage/ floor waiter
Chef d’etage/ floor waiter
Responsible for complete floor in an
Responsible for complete floor in an
establishment or depending on the size of
establishment or depending on the size of
the establishment, a number of rooms or
the establishment, a number of rooms or
suites.
suites.
72. Lounge staff
Lounge staff
Chef de sale
Chef de sale
Deal with lounge service as a specific duty
Deal with lounge service as a specific duty
only in a first-class establishment.
only in a first-class establishment.
Responsible for setting up the lounge in
Responsible for setting up the lounge in
the morning and maintaining its
the morning and maintaining its
cleanliness and presentation throughout
cleanliness and presentation throughout
the day.
the day.
73. Wine butler
Wine butler
Wine waiter/ sommelier
Wine waiter/ sommelier
Responsible of all alcoholic drinks during the
Responsible of all alcoholic drinks during the
service of meals.
service of meals.
Must also be a sales person
Must also be a sales person
Should have a thorough knowledge of all drink
Should have a thorough knowledge of all drink
to be served, of the best wines to go with
to be served, of the best wines to go with
certain foods, and of the licensing laws in
certain foods, and of the licensing laws in
respect of the particular establishment and area.
respect of the particular establishment and area.
74. Cocktail bar staff
Cocktail bar staff
Works on the cocktail bar must be
Works on the cocktail bar must be
responsible and well versed in the skills of
responsible and well versed in the skills of
shaking and stirring cocktails.
shaking and stirring cocktails.
Should have a thorough knowledge of all
Should have a thorough knowledge of all
alcoholic and non-alcoholic beverages, the
alcoholic and non-alcoholic beverages, the
ingredients necessary for making of
ingredients necessary for making of
cocktails and of the licensing laws.
cocktails and of the licensing laws.
75. Buffet assistant
Buffet assistant
Buffet chef/ chef de buffet
Buffet chef/ chef de buffet
In charge of the buffet in the room, its
In charge of the buffet in the room, its
presentation, the carving and portioning of
presentation, the carving and portioning of
food and its service.
food and its service.
Member of the kitchen team.
Member of the kitchen team.
76. Cashier
Cashier
Responsible for billing and taking
Responsible for billing and taking
payments, or making ledger account
payments, or making ledger account
entries for a food and beverage operation.
entries for a food and beverage operation.
Making up bills from food and drinks
Making up bills from food and drinks
checks or, alternatively, in a cafeteria, for
checks or, alternatively, in a cafeteria, for
example, charging customers for their
example, charging customers for their
selection of items on the tray.
selection of items on the tray.
77. Counter assistants
Counter assistants
Are found in cafeterias where they would
Are found in cafeterias where they would
stock the counter and sometimes serve or
stock the counter and sometimes serve or
portion food for customers.
portion food for customers.
Duties may also include some cooking of
Duties may also include some cooking of
call order items
call order items
78. Small hotel organization chart
Small hotel organization chart
GENERAL
manager
Food and Beverage
manager
Front of house
manager
Head chef
Restaurant
manager
Head
receptionist
Housekeeper
